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Replies posted by martin8777

3 Replies

JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
asked in Ticket & Workflow Management

freshservice workflow that can change the requester of an emailed ticket

Hello @JTAVOLARO, how would you identify the person they want the notifications to go to? Would the person sending in the email indicate who that would be? There are a couple ways to do this but ultimately you need the value of the “New” requester and then you can trigger a webhook to hit the Freshservice API and update the requester to the “New” requester value for that ticket. Hope that helps. Hi Zachary,Could you expand on this please or point me to where I can find how to do that?I have a workflow where I would like to change the requester of a ticket based on certain criteria and assumed I could just change that like the other fields.In my case, an HR team member (requester) logs a ticket about adding or removing a job posting on our website and then a Marketing Team member (agent) then emails the hosting company contact (requester) to get that added to the site.I’ve automated it so that when the ticket is logged by HR, the contact at our webhosts gets CC’d removing the need for

13
Daniel Söderlund
Skilled Expert
10 days ago
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
asked in Ticket & Workflow Management

freshservice workflow that can change the requester of an emailed ticket

@zachary.king Thanks, I’ll take a look at that and give it a go sometime!

13
Daniel Söderlund
Skilled Expert
10 days ago
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
asked in Ticket & Workflow Management

freshservice workflow that can change the requester of an emailed ticket

@zachary.king This worked perfectly, thanks so much!  @amo368  - I used my API key as AUTH method and that worked ok. I did notice I got an error which I clicked “test webhook” though.  

13
Daniel Söderlund
Skilled Expert
10 days ago

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